Job Description

JOB DUTIES:

• Providing analytical techniques and procedures in support of clients, systems, and networks and consult with users to determine hardware, software, and system functionality.
• Providing overall network, user, and systems support and will be identify, prioritize, and resolve reported issues and problems, to include creating network user accounts and the setup/configuration of email.
• Providing helpdesk support, field user calls, determine level of support required, and escalate/distribute those calls accordingly e.g. to Tier 2 or Tier 3.
• Providing support and troubleshooting users’ issues in the areas of account management, enterprise resources application, server administration, networking, and applications.
• Providing troubleshooting and problem resolution for software, hardware, and communications issues related to supported computer workstation systems and applications.
• Performing security patching (analyzing, documenting and taking corrective action for any issues) and system audit collection and perform continuous system monitoring and analysis to ensure optimal systems, network, and user operation.
• Providing hardware/software installation and testing.
• Being available to perform other duties as assigned.

HERE’S WHAT YOU’LL NEED:REQUIRED EDUCATION AND EXPERIENCE:

• 1+ years of help desk experience diagnosing and resolving technical problems with both software and hardware.
• Demonstrated on-the-job experience as a full-service IT support team member in a Windows AD environment.
• Experience working within an IT support team and ability to contribute and collaborate in daily support activity.
• Resolve, contribute, and provide prescriptive solutions to IT needs supporting SCIF and corporate IT operations and support staff.

REQUIRED SKILLS:

• Must be able to provide onsite and remote technical support with an emphasis on hardware, connectivity, and application issues.
• Must possess problem solving skills, excellent understanding of desktop operating systems, networking principles and MS applications.
• Must understand information assurance and interact with security personnel on issues related to system security and provide sound information assurance guidance as required. In addition to these responsibilities, must have strong communication skills.
• Must exhibit a professional behavior that promotes teamwork, fosters cooperation, and enhances productivity in the workplace. Must be well organized with the ability to coordinate, prioritize, and execute multiple tasks simultaneously in a high-pressure environment.

REQUIRED CLEARANCE:

• Active / Valid DoD TS/SCI-eligible clearance (i.e. DCID 6/4 eligibility); applicant must maintain clearance in active/valid status.
• Clearance investigation close date must be no older than 5 years, 6 months at the time of application.
• Must be willing to submit to, and be able to pass, a CI polygraph.

Required Certification:

• Active / valid DoD 8570.01-M IAT-II certification; applicant must maintain currency of same.

PREFERRED QUALIFICATIONS:

• Experience working in a high-volume call-center
• Practical experience using a help desk ticketing system.
• Demonstrated ability to multi-task.

ESSENTIAL FUNCTIONS

WORK ENVIRONMENT

• Work site is located at Eglin AFB, FL.
• Office setting that includes sedentary physical effort. However, may include lifting of weight up to thirty (30) pounds
• No unusual hazards nor unusual environmental conditions on job site
• The DoD and USAF have implemented specific COVID-19 mitigation measures and contract employees must comply with established guidance.

PHYSICAL REQUIREMENTS

• Work may involve sitting or standing for extended periods of time.
• Position may require typing, and reading from a computer screen.
• Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner.
• Due to parking availability and location of work, walking moderate to long distances may be required.

EQUIPMENT AND MACHINES

• Ability to operate office equipment such as personal computer, printer, copy machine, telephone, fax machine and other equipment including desk supplies and other work related tools as required.
• May require installation/removal of network equipment, cables, and related materials.

ATTENDANCE

• Shift work may be required on a rotational or permanent basis as determined by mission needs.
• Regular attendance of scheduled hours is extremely important, but not critical, except for deadlines and meetings.
• Punctuality and regular attendance are necessary to meet deadlines.
• Must exhibit flexibility of work hours to adjust to surge situations based on critical mission requirements.

OTHER ESSENTIAL FUNCTIONS

• Must be able to work assigned shift on either rotational and/or permanent basis.
• Outstanding verbal, written, and interpersonal communication skills
• Ability to work effectively with strong, diverse personalities.
• Strong organizational and time management skills, including ability to manage multiple activities, and tasks simultaneously.
• Must demonstrate professional behavior at all times when dealing with customers, management and co-workers.
• Must have clear, concise and accurate communications skills in English, both verbal and written. Grooming and dress must be appropriate for the position and must not impose a safety risk to employees or others.
• Must maintain a positive work atmosphere by behaving and communicating in a professional manner.
• Independent personal transportation to work site is required.
• Travel to and from customer's locations may be required to support projects. This may involve airline travel. In some cases, accommodations can possibly be made for POV, if necessary. When operating any vehicle for work purposes, must wear seat belt and in addition, no cellular devices are to be used when vehicle is in motion.

Company Description

Cyber Security company, specializing in specific cyber defense activities and IT services. We are a SDVOSB.